SS&C Technologies

Director of CX AI

SS&C Technologies

full-time

Posted on:

Location Type: Hybrid

Location: San Francisco • California • Florida • United States

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Salary

💰 $150,000 - $175,000 per year

Job Level

Lead

About the role

  • The Director of CX AI is a visionary strategic change agent responsible for defining and executing the end-to-end AI roadmap for the global Client Experience organization at SS&C Advent.
  • This role bridges AI technology, service delivery workflows, and operational excellence — translating cutting-edge capabilities into measurable client impact.
  • Develop and own a multi-horizon AI roadmap aligned to CX OKRs; prioritize initiatives by business value, feasibility, and risk.
  • Lead structured evaluations of AI tools and platforms.
  • Identify high-impact automation and augmentation opportunities across support, onboarding, and escalation workflows; drive adoption through measurable pilots.
  • Serve as a hands-on architecture authority across LLM, RAG, and agentic systems; partner with Engineering and IT on integration standards and infrastructure.
  • Collaborate on AI literacy across the CX organization through training programs, playbooks, and communities of practice.
  • Establish frameworks for responsible AI use, including bias monitoring, data privacy, audit trails, and regulatory alignment.

Requirements

  • 4+ years in Customer Experience, Technical Support, or related operations.
  • A forward-thinking AI advocate with concrete ideas for how emerging technologies can elevate support operations at scale
  • Demonstrated track record of taking technology initiatives from concept to production in a customer-facing context
  • Experience leading cross-functional technical teams and influencing without direct authority
  • Familiarity with financial services, fintech, or regulated industries preferred
  • Deep understanding of modern AI architectures, including LLMs, RAG pipelines, and agentic workflows
  • Comfort operating at both the strategic and hands-on level — able to review architecture diagrams and challenge design decisions
  • Bachelor's degree required; degree in Computer Science, Data Science, Business, or a related field preferred. Equivalent experience will be considered.
Benefits
  • Hybrid Work Model & a Business Casual Dress Code, including jeans
  • 401 (k) Matching Program
  • Professional Development Reimbursement
  • Flexible Personal/Vacation Time Off
  • Sick Leave
  • Paid Holidays
  • Medical, Dental, Vision
  • Employee Assistance Program
  • Parental Leave
  • Discounts on fitness clubs, travel, and more!
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
AI roadmapautomationaugmentationLLMRAGarchitecturedata privacybias monitoringaudit trailsregulatory alignment
Soft Skills
strategic change agentinfluencing without authoritycollaborationtrainingcommunicationleadershipproblem-solvingvisionary thinkingadaptabilityclient impact focus